Effective NEMT Booking Strategies: Tips to Keep Your Operations Tight

NEMT Booking Services to Help You Make Your Business More Client-Friendly

From MCOs to PACE programs, keeping your fleet efficient and helping as many riders as you can is the lifeblood of any NEMT service provider. This complex process has several moving parts, but it begins with people booking a trip.

A key question is “how can you optimize your NEMT booking process to ensure potential riders book their first trip with you?”

Troubleshooting for Bad Member’s Experiences in NEMT

While your business may do its best to stay proactive and manage customer needs, with recent increases in demand for NEMT, some businesses may be experiencing growing pains. As your businesses continues to grow, the following issues may arise:

  • The driver did not show – While drivers are hired because they represent the utmost professionalism, sometimes extenuating circumstances cause them to no-show. This poses a serious threat to your credibility, so it is best to look for ways to deal with this issue proactively. Your dispatchers and drivers may simply not be able to communicate in time, however, NovusMED’s automatic dispatching features can help avoid the potential no-show. By either quickly re-routing a nearby driver to fill in or sending an automatic notification to the client about driver issues, your team will be able to rectify the situation through our software.
  • Conflict between riders – This is another issue that could become a serious threat to your business. Depending on the nature of the conflict, it could unfortunately result in legal action against your company. To avoid conflict, a business should create schedules that are mindful of riders with specific behavioral needs. Instead of painstakingly looking through every rider’s file and manually creating schedules, enter your client base into the right NEMT booking services software. Our booking feature will automatically generate schedules preventing individuals from being paired in a shared ride during the scheduling process. NovusMED scheduling services alleviate the burden of manually organizing rides to better satisfy rider’s needs, eliminating the potential for human-error.
  • Members feeling like they are not being heard – The client experience is crucial for any customer-centric business, but even more so for an NEMT provider. If your riders feel unheard, it could be because their feedback process is not in place or is difficult to access. A straightforward way to remedy this issue is through NovusMED’s Passenger Portal. The Passenger Portal makes it possible for riders to leave feedback from their phone after or during their ride, fulfilling our focus on patient-centered care. Passenger feedback can become a more agile process and improve the NEMT customer experience.
  • Members want to cancel a trip – To easily rectify this challenge, members are sent push notifications the night before a scheduled ride to confirm their availability. This provides members the opportunity to cancel trips should they need to, while alleviating call center volume as members do not need to call to solve similar problems. Common Questions About Enhancing Experience with NEMT Services Booking Software.

If you are seeking major change in your business, you may benefit from implementing new software. Wondering what to expect? Let us walk through some of the most frequent questions and the answers:

How can NovusMED booking software work for my NEMT brokerage?

While what works best is dependent on your needs, Momentm is the leader in excellence for NEMT software. With streamlined processes, high-quality results, and customized software services, NEMT providers continue to choose our NovusMED software. If you find yourself looking, we recommend looking into what Momentm has to offer on our website.

How can I improve my NEMT customer experience?

We always recommend giving customers the opportunity to share their ride experience whether it was positive or negative. The best route can often be a proactive approach, and look for inefficiencies in your business, or technology you can implement to optimize the overall efficiency of your business.

How to Find Software Tailored to Your NEMT Services

Booking trips keeps your business running, but knowing how to keep the process simple can be challenging. Thankfully, you do not have to figure it out on your own.

Contact us today to speak with one of our expert team members about which Momentm software solutions could work for your business.

Kris Lyon

Kris, VP, Business Development, specializes in adapting the operational needs of customers to Momentm's NEMT software platforms. With a strong 30+ year history working in the Health and Human Services field, Kris provides insight into the health care industry and its relation to medical transportation.

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